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Get help and assistance with your Sonos system

Having trouble with your Sonos system in any way? Ask your questions here, and receive answers from other Sonos owners. The more detail you can provide, the better.

27690 Topics
K
Kirk DTrending Lyricist I
asked in Controllers and Music services
New Windows 11 refuses Sonos access to Music Library

I have a new HP Windows 11 PC that replaced my old Windows 10 PC.  The new PC “refuses” Sonos 1 Controller access to my Music Library.  The old PC, when put back on network, still allows access.  I have spent many hours with Sonos tech support, also with HP support, Norton antivirus support and Microsoft support, all without success.  We have uninstalled and reinstalled the Sonos app on my PC more than once, have changed Norton traffic rules, blocked firewalls, uninstalled Norton, made sure Sonos has all permissions, checked SMB, used the InPlace file to essentially reinstall Windows 11, etc.  Sonos has assured me that the Sonos 1 Controller is compatible with Windows 11, but all other tech support point to Sonos being the problem.  Am I the only the one experiencing this problem?  If not, what solution have others found other than the unsuccessful manipulations mentioned above.

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1 year ago
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Corky CordoContributor I
posted in Advanced setups
Accessibility Issues

My wife has a degenerative neuronal disease and accesses her apps and communicates through an eye movement enable tablet running windows. I can put to Sonos app onto it and she can move the cursor with her eye gaze but can’t get the app to recognise that she wants to action an instruction, like choosing playlists, stopping and starting play, etc. Anyone had this and knows of a solution? ThanksCorky Cordo

10111
melvimbe
1 year ago
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MillerrContributor I
asked in Controllers and Music services
login overseas

I live in Australia and am now in the US.  The house i’m staying  at has a Sonos  system.  When I open my Sonos I don’t have Deezer or Tune-in radio.  I cannot login to the Ap.  It won’t accept my UN/Pword.  Tried to reset password  but still able to sign in.  I can log into Sonos online site. Can’t add TuneIn or deezer.  

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melvimbe
1 year ago
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Ole71louise68Contributor I
asked in Speakers
Sonos One have no connection to the internet/router

My sonos one have suddently stopped Ihave tried to disconnect it, wait 10 seconds and after one minut try again.Doesnot lsolve my problem

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G
1 year ago
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User421278Contributor I
asked in Speakers
Strange behaviour with Play 3 and Move streaming radio

HiI have some strange behavior when streaming radio using BBC Sounds on Play 3. The Play 3 buffers continuously but when I put it in a group with a Move (even with Move volume =0) then the Play 3 streams perfectly.I am using Sonos in wifi mode (so SonosNet Meshing is not used, so issues such STP are not relevant) and I have a Unifi wifi network with strong wifi signal in the area where the speakers are located. I have followed Sonos guidelines for using a Unifi system and I can connect the Play 3 to a 5g channel or 2g channel (but in each case I have same buffering problem). The channels are not congested and my internet connection is fairly fast ie 30Mbps download. Any ideas?When creating a group does the group create a mesh network?

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ratty
1 year ago
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Tito07Contributor I
posted in Controllers and Music services
Songs displaying incorrectly

When playing music through the Sonos app, only tested with Spotify and Amazon as those were the two services I am using, when scrolling all the way to the end of my Playlist it seems the display of the songs gets all mixed up. It looks like I have duplicate songs in playlist but there aren't. As a further test, I added a new song to the playlist and played the last two tracks. The second to last one is incorrectly listed but does play the second to last song on my playlist. As you can see in the picture there are various duplicates that do play the song in that track number on the playlist. Not sure if anyone has a fix or if this is a visual bug that needs to be addressed. Edit: Not shown in the screenshot but this last segment repeats itself a little further up. 

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controlav
1 year ago
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JbeecheyContributor I
asked in Speakers
Music dropping on left speaker of a stereo pair - Play 3s

Hi,I have an ongoing issue I'm hoping to get help on. I have a pair of Play 3s in my upstairs office set up as a stereo pair. They tend to work fine for an hour or so and then by midday one (always the left) drops out. Sometime momentarily and sometimes until I turn them off at the plug. I have tried swapping the left and right speaker and its always the left one that drops, ruling out a hardware issue. I have a Tp-link Deco mesh system with a close by access point. I generally have very fast wifi and good coverage. I cannot select the wifi channel, the Deco automatically detects the best channel. There are no issues in other rooms of the house which have a mixture of Play 1s, Move 1 and a roam. I have tried wiring a speaker to use Sonosnet but that doesn't appear to fix the problem and seems to make the rest of the system less stable. Diagnostics number with the issue occurring- 7753775Thanks

1464
J
1 year ago
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StephAContributor I
posted in Speakers
wifi connection to Sonos One SL

Impossible to connectmy Sonos One SL to my 2.4GHz wifi,when it used to work very well. I have tried almost every single solution proposed. Anyone could help please? Many thanks 

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1 year ago
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npreiningAvid Contributor II
asked in Controllers and Music services
Qobuz in Japan

The support page for qobuz on Sonos lists Japan as a country of availabilityhttps://support.sonos.com/en-us/services/qobuzBut Qobuz does not show up on the list of services that can be added.I checked that my location is correctly set to Japan.Thanks for any help Norbert

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N
1 year ago
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bartjhContributor I
asked in Speakers
My Era 100 keeps disconnecting

Hi there,I’m fairly new in the ecosystem, so I’m not sure what’s happening. Setting context, I’m using two Sonos Era 100 speakers in adjacent rooms. They’re connecting with wifi, its the only way I’m using them to play music (no bluetooth).The issue is that one of them keeps losing its connection. It also disappears sometimes from the app (and returns). I’ve been reading about wifi interference, but even moving it right next to the router still gives the same issue. I’ve rebooted and reinstalled it, not fixed. I’ve upgraded from a Citation HK to Sonos, but the past few week has been extremely frustrating. It really doesn’t work properly. It also seems like creating its own network using ethernet is also not an option anymore for Era 100? I really want to fix this, but I’m at a loss right now.I’ve been reading the forum but haven’t found an answer. Thank youEdit: just to clarify, the Era’s are both connected to wifi 2.4

30884
B
1 year ago
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Oz1987Contributor I
asked in Portable speakers
Sonos Move white light not on

My Sonos move speaker doesn’t appear to be charging. There is no white light bar on. The only white light on top is the speaker symbol. How can I get my speaker back up and running. 

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Airgetlam
1 year ago
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Sra_explorerContributor II
posted in Speakers
Arc, Sub and Era 300 setup

Arc, Sub and Era 300 are setup in a surround, however is it possible to have the 300 and the sub as a stereo without the arc, and I can name it as something random. Placement location will not changed.

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jgatie
1 year ago
D
dpcookTrending Lyricist I
posted in Portable speakers
Dead Sonos Roam

I have a Sonos Roam that just stopped working. I bought it in April, 2022 so it is about a year and a half old.Symptoms:Over the past weeks, it has not charged fully on the charging pad. I know it is the Roam and not the pad because I have two Roams and two pads. Swapped them and the other Roam did not have a problem charging. It would charge to 100% if I plugged into the USB-C port. Two days ago, it was dead. Not charging on the pad. When I plug power into the USB port, the red charging light stays on continuously. Actually for over 24 hours at this point. Pressing the button on the back of the speaker does nothing. It doesn’t turn on. It does not try to connect to blue tooth. It has no effect on the red charging light.I’m guessing the battery died and am wondering if there is a fix-it kit much like with the Move. Before I try to take it apart I figured I should talk to the experts…cheers,dan

1151
buzz
1 year ago
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chigammaepsilonContributor I
asked in Speakers
Sub (Gen3) connects with Era300 but fails when connecting to Arc

Hi,I recently purchased a Gen3 Sub, Arc and Era300. All speakers have connected to the system perfectly fine. I am able to connect / link my sub to the Era300 speaker perfectly fine, but when I try and connect it to the Arc, it gets gets stuck, and I have to reset it. I’ve factory reset all speakers multiple times, changed systems, etc. No idea why it’s working with the Era300 but not the Arc. Any help would be appreciated!

1552
AjTrek1
1 year ago
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Persson101Contributor II
asked in Speakers
Connection Sonos Era 100 and Google Nest Wifi

HiI have 2 Sonos Era 100 paired as stereo speakers. I use them for TV and streaming.But i almost everyday need to reset them (power down and up again) and set my Google Nest wifi as network for the speakers.Is there a “no go” between Sonos and Google Neste wifi here?I haven’t done anything with the setting in the Nest router, becouse it works very good with every other device that is connected to the router. This includes Siemens Home Connect, which is known to be hard to set up with some routers.Are there any quick-fix for my problem? I would be really greatful for any answers that could help me.

5191
Stanley_4
1 year ago
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Randy HearstTrending Lyricist I
asked in Advanced setups
Sonos Port to control HK 3390 using IR ports

I’m wondering if anyone knows whether the Sonos Port can connect to a Harman Kardon HK 3390 receiver through its IR in and out ports, so the receiver could be controlled to turn on and off power, set volume. I note the Port has a capability to support switching on a receiver, but I can’t find specs for the IR ports for the HK 3390 and I just don’t know if the Port and HK 3390 are using a common standard or whether there is a simple adapter of some kind, if they don’t.

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R
1 year ago
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lewikContributor I
asked in Speakers
Can't connect with Symfonisk

After 2.5 years of using the speaker, despite no changes to the home network, the app on the phone stopped seeing the speaker. It was still playing the previously indicated radio, but there was no way to control the speaker from the app on the phone.After deleting the data in the app and logging back into the Sonos account, the system was still not visible. I reset the speaker to factory settings but even though it is searchable on the network, no communication can be established with it to add it to the app.I installed the Sonos app on another phone to verify if the problem persists. Unfortunately, but here I can't add the speaker to the app either.Any advice?

13883
Stanley_4
1 year ago
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HanskatleenContributor I
asked in Portable speakers
roam connection and update problem

Hi,I have a new roam speaker. But i think there is a problem with it.Every time the USB-C mains power is connected, First the bottom LED flashes red, then the top LED flashes white slowly, after a few minutes this LED lights up continuously. Then the device is visible in the system for connection, but you can't get any further than connecting and an update is needed, but every time an error message is displayed. Error 1008.That's problem 1Problem 2 is the doubt about the operation of the on/off button on the back.The device has been connected to the mains for more than 24 hours, so the battery should be charged.But without a connection via USB-C to the mains voltage, I can't get anything out of the device. Normally you could switch your device on and off via this button, but nothing happens. Even if I don't hold anything for a long time, ....So I'm at a loss.

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H
1 year ago
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MarkusMeixnerContributor I
asked in Controllers and Music services
SONOS RADIO - Reauthorization in a loop

HELP HELP HELPI set up a new system and when I select SONOS RADIO it says REAUTHORIZE. When I do it it says now you can use SONOS RADIO on your system. But when I select SONOS RADIO it again says REAUTHORIZE. I am in a loop (no error message) and can not use the service. Tried already a couple of things like restart the app and so on.

3651
Airgetlam
1 year ago
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eeebyContributor I
asked in Speakers
Sonos Products Not Playing

Hi All,I have 5 Sonos One products in total:1 product connected in Kitchen1 product connected in Dining Room1 product connected in BedroomA stereo pair connected in lounge.For some reason all products are showing as connected on the App, and the sound-bar on the App also shows the products as playing with volume up. However Bedroom and Dining Room have no sound emanating from them? Anyone know how to fix this please?Thank you, 

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E
1 year ago
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t4uscatxContributor I
asked in Portable speakers
Sonos Move 2 - Can't "move" between 2 wifi networks without factory reset?

I was told by support just yesterday the new Sonos Move 2 cannot “remember” 2 different Sonos systems/networks.  I find that hard to believe on a product called “Move”.  Can you confirm?   Scenario:Unboxed my new Move 2 and added it to the system in my main residence no problem.  Packed it up for a trip to the beach house WITHOUT the charging base.  Mistake?   Shouldn’t be, but when I get to the 2nd house there is no obvious way to add the new Move 2 that was added to my other system.  I have numerous products in both locations - does no one else take the portables around this way?  So now, based on what support indicated, I’ll have to literally factory reset every time I transport this “portable” speaker from A to B.  AND - I’ll have to take the charging base to factory reset.  Really?  Could really use a better way or another option if it exists.  Thanks all.

53412
Ken_Griffiths
1 year ago
F
farburyContributor I
asked in Advanced setups
Two systems on one wifi network, with only one phone controller?

We have a number of Sonos products, all S2, and currently all on one wifi network, and on the same Sonos system.However, we want to split off some of these into a separate Sonos system, still on the same wifi network.From other threads, this looks possible, but by having two phones, each with it’s own system registered.My question is - can a single phone have the Sonos app, and switch between the two different Sonos systems, or do we need separate phones?

103214
controlav
1 year ago
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SwimmerContributor I
asked in Controllers and Music services
Apple Music Playback Stopped in Use Somewhere Else

Apple Music is not purging previously played songs after grouping then ungrouping speakers.  Certain speakers will not work and a message, Playback Stopped In Use Somewhere Else, appears.  This only occurs with Apple Music not Amazon or Sonos sources.  Work around by ungrouping all speakers then manually regrouping beginning with the non-functioning room.  This is where I see the music played prior to grouping has not been purged.This problem is unique to Apple Music

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1 year ago
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MMNam
asked in Speakers
Speakers losing connection and not reconnecting w/o reboot

Hi there,I’ve been a Sonos user for 10 years now (maybe longer) and have amassed quite the collection.  My hub is a Sonos Boost (about my system below) that is hardwired.Every day for the past week I’ve been waking up to random speakers disconnected from my network.  One is 4ft away from the Boost, and the others are a bit further.  I’ve lived in this house for 2 years now and all the Sonos’ are in the same location.I’ve unplugged, waited 1 minute, and powered back on the Boost.  The missing speakers don’t reconnect (even after hours).Historically I feel like if there was an issue with a speaker, it would eventually reconnect.  The speakers that are disconnecting are all older gen: 3 Play 1s and an OG Playbar.My office Sonos is a Play 1 and is a few feet away from the boost with no electronics or metal in-between.  We don’t use the microwave and we don’t have cordless phones.  When it’s in the disconnected state, I can see it in the Android App as “Not Connected” (but cannot see it in

15459
ratty
1 year ago
M
Mr Omneo
asked in Speakers
Audio dropping on wired devices

Room 1: a playbar, sub, and 2 x play:1s connected via Ethernet Room 2: a play:3 Ethernet connected. Hallway: a boost connected via ethernet Room 3: a play:3 connected via wifi.More and more frequently the audio keeps dropping in and out, I put it down to the fact I often group the wired and wi-fi device. However, I was going to run a reel of cable to the other room and while pottering around getting ready, I realised the audio is only dropping out in room 1.Anyone experience of this? hoping diagnostics reveal something: 1284470013

2122
Corry P
1 year ago
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